Senior Operations Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Design and establish the operational framework necessary for a nationwide rollout of screens, including maintenance, logistics, and inventory oversight.

• Manage and expand essential areas: hardware logistics, installation and service operations, warehousing, third-party logistics (3PL) partnerships, field execution, and vendor performance.

• Assemble and lead a team skilled in high-stakes negotiations and cost reduction, ensuring the appropriate structure and capabilities to lower installation expenses while upholding quality standards across all regions.

• Recruit, develop, and oversee a high-performing operations team, incorporating both in-house personnel and external partners.

• Create standard operating procedures (SOPs), workflows, and performance benchmarks that enhance accuracy, accountability, and uniform execution on a national level.

• Take ownership of the operations budget, including forecasting, cost management, and targeted reductions in cost-per-install and cost-per-service metrics.

• Work alongside the Business Development team to synchronize operational timelines, installation preparedness, and service planning with established property partnerships.

• Collaborate with Product and Content teams to ensure that hardware, firmware, and system requirements are feasible for operational deployment and align with creative and technical specifications.

• Identify, onboard, and supervise installation, service, warehousing, and logistics vendors; set and maintain service level agreements (SLAs) that guarantee quality, responsiveness, and accountability.

• Establish tracking systems for installation quality, cost-per-installation, screen uptime, service turnaround, and vendor performance, ensuring transparency and ongoing improvement across markets.

• Develop executive dashboards and reporting frameworks that provide leadership with clear insights into progress, risks, cost trends, installation speed, and opportunities for optimization.

• Promote continuous enhancement of installation procedures, vendor management, logistics, and communication to support efficiency, quality, and cost-effectiveness.

• Stay informed about industry trends, regulatory factors, and emerging technologies that could impact operational scalability, cost efficiency, or performance.

⛳️ Requirements

• 3–7 years of operational experience in fast-paced, multi-market settings, with familiarity in field execution, installation processes, service operations, logistics, or vendor management.

• Bilingual proficiency (verbal and written) in Mandarin Chinese and English is required.

• Demonstrated experience in vendor negotiations, cost optimization, quality assurance, and disciplined operational execution across various markets.

• Experience working with 3PLs, warehousing networks, installation partners, or service vendors, with a proven history of holding external partners accountable to SLAs, pricing, and quality expectations.

• Proven ability to decrease operational unit costs, backed by reporting systems that monitor trends and drive enhancements.

• Strong financial acumen, encompassing experience in managing departmental budgets, cost modeling, navigating trade-offs, and maintaining commercial discipline.

• Effective leadership and people management skills, with experience in coordinating, training, or managing distributed and cross-functional teams.

• A hands-on operator with a systems-oriented mindset—comfortable working at the ground level when necessary, while also scaling to process-driven oversight as the organization expands.

• A clear and confident communicator who collaborates effectively with Business Development, Product, Content, and executive leadership teams.

• Familiarity with project management and logistics tools; experience in implementing operational software or workflow systems is advantageous.

• A bachelor's degree is required.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance

• 401(k) plan with company contributions

• Benefits designed to foster sustainable, long-term performance

• Talkspace Therapy Package: Access to mental health support services

• Commuter Benefits: Support for commuting costs for in-office employees

• Short-Term Disability: Financial protection in the event of temporary disability

• Paid Time Off (PTO): Generous leave for vacations, personal time, and holidays